Help Desk Support Specialist - (Naples, Italy)

Serco; Italia; Remote; EUR 60,000 - 90,000; Full time

Job summary

Serco Inc. in Naples, Italy, is seeking a Helpdesk Support Specialist to support the United States Navy CNIC N6 program. You will handle network and user trouble calls, activate telecom services, and assist with SIPRNet/NIPRNet accounts and VTC support.

The role requires a DoD Secret clearance, US citizenship, and a strong IT background with relevant certifications. If you travel, expect up to 10% travel; solid teamwork and security policy experience are also preferred.

Qualifications

• Active DoD Secret Security Clearance required.
• U.S. citizenship required.
• High School Diploma or GED minimum.
• Minimum 8 years of relevant experience (or 6 years with Associates, 4 with BA, 2 with Masters).
• DoD IT 8570 Level II compliant certification (e.g., Security+, CAP, CASP, CISSP, CISM, CISA).

Responsibilities

• Manage and resolve network or domain user trouble calls.
• Activate or reactivate telecom services.
• Assist with creation and troubleshooting of user domain accounts (SIPRNet/NIPRNet).
• Support SIPRNet, NIPRNet, and telephone drops deployments and upgrades.
• Support data encryptors, VTC endpoints, and related infrastructure.
• Assist with cable infrastructure (fiber, copper) and VoSIP telephony.
• Support computing platforms, printers, scanners, and office devices.
• Assist in security policy testing and implementation for user domains.
• Conduct site surveys, assess requirements, and develop cost estimates.

Skills

Network troubleshooting

User account management

Telecom service activation

VTC support

Security policy training

Education

High School Diploma/GED

Associates Degree (6+ years relevant experience)

BA Degree (4+ years relevant experience)

Masters Degree (2+ years relevant experience)

Tools

Microsoft Office

Job description

Position Description & Qualifications

Are you a Helpdesk Support Specialist looking for a place where you can make a difference every day? Serco is the place for you! We have an exciting opportunity supporting the United States Navy and our CNIC N6 program at U.S. 6th Fleet based out of Naples, Italy.

CNIC Regional Offices enable improving operational performance and cost reductions through business process definition, analysis, and development of technical capabilities which automate processes or improve transparency for analytics and decision making.

This position is contingent upon the ability to maintain/transfer a DoD Secret Secret security clearance

In this role, you will:

• Manage and resolve network and or domain user trouble calls.
• Perform the activation or reactivation of telecom services.
• Support the creation, recreation and/or troubleshooting of user domain accounts, to include SIPRNet and NIPRNet user accounts, and reviewing and or approving the necessary request related forms.
• Support the implementation, installation, maintenance and upgrades of user SIPRNet, NIPRNet, and telephone drops.
• Support in the acquisition, implementation, installation, maintenance and upgrades of data encryptors.
• Support the implementation, installation, setup, maintenance, and upgrades of Video Teleconferencing (VTC) endpoints as well as providing VTC support to users, to include VTC endpoint meeting setup and troubleshooting.
• Support the installation, maintenance, and upgrade of needed cable infrastructure, such as fiber optic cables, copper Ethernet cables, and the required cable infrastructure pathways.
• Support the implementation, installation, setup, maintenance, and upgrades of telephones, to include Voice over Secure IP (VoSIP).
• Support the application/acquisition, maintenance, troubleshooting and upgrades of domain connected user computing platforms.
• Provide assistance in the application/acquisition, installation, maintenance, troubleshooting and upgrades of printers, scanners, fax machines, and other non-computing platform office essential systems.
• Provide assistance in the application, implementation and testing of security policies for user domain computing platforms.
• Develop and perform site surveys and determine requirements needed to support user domain requirements.
• Develop cost estimates of user requirements and providing the cost estimate to the appropriate approving authority and procurement officer for procurement when needed.
• Train users of the system that they are supporting or system that they are providing when required.

To be successful in this role, you will have:

• An active DoD Secret Security Clearance
• U.S Citizenship required
• A High School Diploma/GED
• Minimum 8 years of relevant experience
• Or an Associates Degree with minimum 6 years of relevant experience
• Or a BA Degree with minimum 4 years of relevant experience
• Or a Masters Degree with minimum 2 years of relevant experience
• A current DoD IT 8570 Level II compliant certification such as CompTIA Security+, CAP, CASP, CCSK, CISSP, CISM, or CISA
• Working knowledge of or proficiency in Microsoft Office Suites; to include but, not limited to Word, Excel Spreadsheet, Power Point and Access
• The ability to travel up to 10%
• Valid U.S Passport

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site.

Serco benefits can be viewed at https://careers.serco-na.com/us/en/what-we-offer and more about all Serco benefits at https://careers.serco-na.com/us/en/about-us